Mohammed Aslam

Experience

• 

  Conneqt Business Solutions

  Aug 2017 - Oct 2018

  Customer Service Representative

  Designation: Customer Support Executive. Customer/Client: Airtel.Process Type: Fixed-line broadband connection.Post: Nodal Officer.Responsibilities:• Handle customer queries related to broadband connection both via email and phone.• Research required information using available recourses.• Coordinating with technical team and ensuring customer's problem is solved on permanent basis.• Creating tickets and raising issue on priority.• Regular follow-up's on raised tickets until the issue is resolved and make sure it closed upon customer’s satisfaction.• Achieved 100% satisfaction rating through consistent, proactive resolutions of customers issues on first call. Show less

• 

  Amazon

  Aug 2019 - now

  - Ensured adherence to Standard Operating Procedures (SOP) guidelines, promptly addressing customer concerns via the Schedule Interruption Management Tool (SIM-T).- Managed transactions for multiple compliance programs, ensuring data integrity and validation of work authorization documents.- Provided support and troubleshooting for program issues to employees, managers, and HR partners.- Conducted audits, created tickets related to work authorization, and maintained SLAs.- Utilized HR systems, monitored SLAs, and resolved issues with internal and external service providers.- Verified employee data, updated systems, and rectified discrepancies, considering impacts on PeopleSoft system and interfaces.- Conducted Root Cause Analysis on critical tickets, communicating findings while maintaining confidentiality.- Contributed to projects, prioritizing cases based on QuickSight data.- Identified and reported errors in Excel Macros to Process Leads.- Supported Compliance team activities and utilized the Mercury Tool for SMS reminders, preventing employee suspensions.Process improvements:- Contributed to SOP by developing a complex formula for extracting dates from mixed text.- Introduced a macro for sending emails to correct internal escalation DLs, reducing incorrect email tagging.- Developed basic auto-filter macro to prioritize specific columns and hide unnecessary ones.- Created a macro for randomly assigning queues to designated logins. Show less - Provided data services for Alexa AI and AWS, aiding in development, testing, and training.- Collaborated with Amazon's Machine Learning teams to enhance Alexa's speech recognition and language understanding.- Handled various data types including text and speech.- Produced high-quality labelled data according to specific performance metrics.- Specialized in speech and language data tasks such as transcription and annotation.- Completed tasks like data labelling, annotation, and identifying noise types and speaker properties.- Supported UK and ANZ locale dialects.- Transcribed audio recordings with different dialects and accents, identifying keywords and sentiment.- Adaptable to changing guidelines and priorities.Process Improvements:- Established Quip Spreadsheet as a common platform for real-time data capture and identification of duplicate entries.- Utilized SharePoint Excel sheet for data import and cleaning, facilitating performance metric derivation.- Created SLA report tracker for longer duration files, aiding in workload planning.- Developed reporting dashboards for performance analysis and provided RTF reports for Program Manager overview.- Shared relevant data with modelling teams for further analysis. Show less

  • Hr assistant II

    Jul 2022 - now

  • Machine learning Data Associate

    Aug 2019 - Jul 2022